Near-Optimal Nonmyopic Contact Center Planning using Dual Decomposition
We address the problem of minimizing staffing cost in a contact center subject to service level requirements over multiple weeks. We handle both the capacity planning and agent schedule generation aspect of this problem. Our work incorporates two unique business requirements. First, we develop techn...
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| Main Authors: | , , , |
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| Format: | text |
| Language: | English |
| Published: |
Institutional Knowledge at Singapore Management University
2014
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| Subjects: | |
| Online Access: | https://ink.library.smu.edu.sg/sis_research/2196 https://ink.library.smu.edu.sg/context/sis_research/article/3196/viewcontent/7902_37032_1_PB.pdf |
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| Institution: | Singapore Management University |
| Language: | English |